Santosh K Pillai

Supervising the day-to-day activities and administering a team of 40+ Customer Service Representatives for on-call support to clients who require assistance on or off the road, Escalation management and closure Improve productivity by providing feedback to the agents. Target to achieve all KPIs connected to dispatch team. Taking internal reviews of advisors and TLs' performance and compliance with service level backup plans.
24/7*365 days of availability
Conduct excellent resource planning in order to maximize resource productivity.
Maintain and improve internal quality and
customer satisfaction and performance metrics.
Resolve and drive actions to decrease difficult or complaint issues.
serving as an escalation point.
Responsible for addressing and resolving all major customer problems and inquiries.
Accountable for immediate payment of service providers.
Prepare and manage duty rosters.
Accountable for training all new advisors on the product and procedure

• Data Entries in Tally
• Reconciliation
• Making E-Way Bill
• Preparation of Invoices
• Filling E-Seal Data

• Control daily cash transactions
• Maintaining Cash Book
• Preparation of Ledger
• Maintenance of Accounting Books

• Handling customer queries to solve the issues.
• Assessing customer feedback, evaluating areas for improvement, and providing critical feedback to the associates on improvements and achieving higher customer satisfaction matrices.
• To manage official emails and other documentation processes related to the assignments.